Replying before they prematurely lock this thread like they have on others, with no solutions provided. Inquire about getting your node split. Techs and other Cox reps have told me that node utilization above 70% or above 80% will cause packet loss for everyone connected to the node. Trust me that Cox will drag their feet on this- many people have the same complaint as you, since Cox's infrastructure is simply not robust enough to handle consumer demand.
You could consider filing an FCC complaint if Cox is refusing to provide you any solutions. Doing so jumpstarts a separate internal process for a Cox rep to review your case. Good luck.
The techs that have come to my home have told me =that the packet loss was due to network congestion at above 70% due to the stay at home orders but this has been an issue before all of this.
I'm going to file a complaint tomorrow because I don't know what else to do.
There have been over thirty emails with them telling me there isn't an issue. They just asked me to ping google in command prompt for one minute and then take a screenshot of the results. I emailed them the screenshot with 8% packet loss and their response is "We are not able to see if you are having packet loss from this."
I just showed them the issue by their own method and they still deny that there is an issue.
Who do we make the node split inquiry to? 10 times out of 10 I'm getting a tech who doesn't have any idea what the problem is since my 'speeds look good'. At this point, they've stopped answering emails, which is fine because they contain no information.